CONCIERGE TEAM LEADER

Submits all guests / employees’ incident reports.
Exercises responsible behaviour at all times and positively representing the hotel team and Hyatt International.
Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
Carries out any other reasonable duties and responsibilities as assigned.
Ensures that all Concierge employees are familiar with the hotel’s products and services, current promotions, policies and other important information
Ensures that hotel, company and local rules, policies and regulations relating to money handling are adhered to, including the timely and accurate reporting of information.
Reports and records “Lost and Found” items.
Ensures that guest history records are accurately maintained and all repeat guests are pre- registered.
Coordinates all Repair and Maintenance and reports maintenance job orders.
Assists to ensure the punctuality and appearance of all Front Desk employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene, according to the hotel and department’s grooming standards.
Coordinates VIP movements with relevant Departments as advised.
Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
Personally and frequently verify that guests are receiving the best possible service during check- in and check- out.
Responds to changes in the Rooms function as dictated by the industry, company and hotel.
Assists the Concierge Management Team in efficiently managing the department according to the established concept statement providing a courteous, professional, efficient and flexible service at all times.
Supports the implementation of the People Brand, demonstrating and reinforcing Hyatt’s Values and Culture Characteristics.
Reads the hotel&039;s Employee Handbook and have an understanding of and adhere to the hotel&039;s rules and regulations and in particular, the policies and procedures relating to computer resources, fire, hygiene, health and safety.
Ensures information on restaurants, hotel facilities and other miscellaneous are updated periodically.
Ensures that all Concierge employees deliver the brand promise and provide exceptional guest service at all times.
Attends and contributes to all training sessions and meetings as required.
Ensures high standards of personal presentation and grooming.
Assists to implement consistent guest recognition programmes and maintains a relevant guest history database.
Ensures that Concierge employees provide excellent service to internal customers as appropriate.
Liaises and organises with Housekeeping Department that the established cleaning schedules for VIP’s in- house and arrivals are strictly adhered to.

Strong problem- solving skills, able to work under pressure and make quick decisions.
Strong knowledge of local attractions, restaurants, transport, and cultural highlights.
Ability to handle guest inquiries, complaints, and requests professionally.
Previous experience in Front Office/Concierge operations, ideally in a luxury or 5- star hotel.
Proficient in English; knowledge of other languages is a plus.
Computer proficiency (PMS, MS Office, and relevant hotel systems).
Diploma/degree in Hospitality Management or related field preferred.
Flexible to work shifts, weekends, and holidays.

Exclusive discounts on F&B and Friend & Family rates
A Diverse & Inclusive workplace culture where you truly belong
Service charges
Opportunities for career growth
12 complimentary nights at Hyatt Hotels worldwide
Duty meal and provided Uniforms

Cập nhật gần nhất lúc: 2026-07-06 20:40:03